Lead Quality Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients regarding quality-related matters.

• Facilitate discussions during System Integration Testing (SIT) and User Acceptance Testing (UAT), guiding clients through test scenarios.

• Clarify testing scope and anticipated outcomes, gather feedback, and ensure prompt follow-up on issues.

• Lead, mentor, and supervise a team of Quality Analysts.

• Organize workloads, manage performance, provide training, and assist in career growth.

• Own the strategy for adopting AI tools to automate reviews of calls, chats, and emails, including summarization, categorization, scoring support, trend detection, root-cause tagging, reporting, and documentation.

• Revamp QA workflows to enhance speed, consistency, and precision.

• Collaborate with operations, training, compliance, and technology teams to implement AI-driven QA solutions.

• Establish governance for AI, including standards for prompts, human review controls, accuracy metrics, bias monitoring, and compliance with data/privacy regulations.

• Utilize analytics to pinpoint quality deficiencies, coaching prospects, process risks, and automation possibilities.

• Present findings, suggestions, and progress updates to the leadership team.

• Create test strategies, plans, cases, and scripts for Genesys Cloud CX and Dynamics 365.

• Define testing methodologies for functional, integration, system, regression, performance, and UAT.

• Engage in requirements evaluations and design walkthroughs.

• Conduct functional and integration testing for MS Dynamics 365 and Genesys CX, including call routing and IVR flows.

• Log, monitor, prioritize, and re-evaluate defects in Azure DevOps.

• Troubleshoot and resolve issues alongside development teams.

• Participate in performance, load, and scalability assessments.

• Validate system response times and user experience.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in Quality Assurance, Operations, Business, or a similar field.

• Over 5 years of experience in quality assurance, quality analytics, or operational excellence.

• Preferred team leadership experience.

• Experience in managing QA teams, scorecards, audits, coaching initiatives, and performance reporting.

• An interest or experience with AI tools, workflow automation, prompt design, process digitization, or intelligent analytics.

• Strong analytical, problem-solving, and stakeholder management abilities.

• Familiarity with QA platforms, reporting tools, spreadsheets, dashboards, and process documentation.

• Experience in implementing AI-assisted workflows in customer service, contact center, operations, or compliance settings.

• Knowledge of automation, business intelligence, transcription, summarization, and workflow orchestration tools.

• Experience with Genesys Cloud CX and Dynamics 365 solutions.

• Proficient in functional, integration, system, regression, performance, load, scalability, and UAT testing.

• Experience using Azure DevOps for defect management.

• Ability to develop test strategies, plans, cases, and scripts.

• Ability to ensure traceability between business requirements, user stories, and test cases.

🏝️ Benefits

• Work remotely from home.

• Comprehensive health and welfare benefits starting from day one.

• Retirement savings programs available.

• Employee discounts on products, services, travel, and more.

• Opportunities for career advancement.

• Paid training provided.

• Paid time off available.

• A work environment that emphasizes diversity and inclusion.

• Health insurance coverage offered.

• Optional dental and vision programs available.

• Life and disability insurance included.

• Paid holidays observed.

• Paid time off or vacation and/or sick leave provided.

• Eligibility for bonuses or incentives based on business needs.